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Guest Services Supervisor Full-time

at Spider Mountain Bike Resort/ Thunderbird Lodge Texas in Texas (Published at 02-08-2020)

Title: Guest Services Supervisor
Reports To: Guest Services Manager
Department: Guest Services
Published Date: 12/18/19


Sell lift, lesson products, retail, rental and general information to Spider Mountain guests using excellent guest services skills to ensure the guest's experience at Spider Mountain exceeds their expectations.Restock merchandise and maintain all stock for attractive presentation. Ensure the security of revenue and merchandise. Supervise the following departments under the Guest Services; Retail,
Rentals, Repair Shop and Tickets.


  • Sell lift products to Spider Mountain guests and be well informed of all these products. Which includes all Season Passes for the MCP Collective.
  • Sell Lesson Products and help guide guests to the best Lesson Product for them.
  • Use the automated ticketing system, as trained, to sell all products.
  • Ensure ticket windows are adequately stocked to provide uninterrupted service.
  • Ensure guest satisfaction by providing prompt and accurate information regarding all Lift

Products, Lesson programs, Season Passes and Spider Mountain operations.

  • Balance daily business.
  • Ensure strong internal controls of ticketing sales dollars via proper documentation and recording of adjustments, refunds, and any variation from the rack ticket price.
  • Complete the daily check-out for the ticket window in a timely manner. Work must be neat and legible, and daily business policies and procedures must be followed. Cash count must be completed and turned in while following established policy and procedure.
  • Be knowledgeable of all ticketing policies and procedures and guest service guidelines.
  • Maintain excellent guest service skills, positive attitude, and a commitment to assist our guests in any way possible.
  • Communicate effectively with guests about their complaints.
  • Answer all incoming phone calls.
  • Keep the work area clean and orderly. Pick up trash, organize files or do whatever is necessary to maintain an organized and "clutter-free" Retail/Ticket Shop.
  • Sell merchandise to customers, providing a courteous, knowledgeable and helpful service.
  • Restock merchandise in a timely and orderly manner as required.
  • Assist with the creation of new merchandising displays and themes.
  • All paperwork that is requested from HR and payroll.
  • Schedules for the Guest Services Departments
  • Disciplinary actions to take place when needed for employees
  • Staying on top of paperwork for all Guest Service departments
  • Fill out Material Requests, talk to Vendors and place orders.
  • Enter and recieve POs
  • Respond to, and determine the cause of problems. Implement solutions, asking for advice and assistance from the Guest Services Manager.
  • Act as Supervisor and oversee daily tasks of assigned department personnel.
  • Participate/ Conduct training for Guest Services department personnel.
  • Operate with little or no daily supervision.
  • Inform Guest Services Manager of all work in progress and any problems encountered.
  • Other duties as assigned.



  • High School diploma or GED preferred.
  • Experience:
  • Previous sales or customer service experience required.
  • Keyboarding experience required.
  • Excellent guest service skills.
  • Good organizational skills, computer skills and dependability required.
  • Must be able to work in a high volume sales environment.
  • Alertness, precision, ingenuity, problem-solving, adaptability, persuasiveness, speaking and writing ability, judgment, concentration, memory, auditory, tactile, and visual discrimination, reasoning, imagination, and initiative are necessary abilities.
  • Retail experience preferred but not required.
  • Basic knowledge of retail sales operation.
  • Solid customer relations skills.
  • Basic computer skills.


  • 100% of the workday is spent in a normal office environment. Constantly handling, and feeling objects. Constantly using near acuity and color vision, and engaging in normal conversation.
  • Material and Equipment Directly Used: Simple office equipment, computers, printers, automated ticketing system.
  • Must be able to work all needed shifts. 100% of the workday is spent indoors in a normal retail environment, working with guests and staff. 50% of the work day is spent standing and 50% is spent walking. Occasionally lifting, carrying, pushing and pulling objects weighing up to 75 pounds.
  • Constantly engaged in normal conversation. Constantly reaching, handling, fingering, near acuity, depth perception, color and field of vision. Occasionally climbing, balancing, stooping, kneeling, crouching and feeling. Atmospheric conditions occasionally include odors, dusts, fabric/dye fumes and poor ventilation. This is a non-skiing position.
  • Must be at least 16 years old.
  • Material and Equipment Directly Used: Clothing, accessories, point-of-sale cash register, and simple office equipment.

Print Name: Signature:

_____________________________ ______________________________ Date: ____________

Department Manager
Print Name:



____________________________________________ Date: _______________

Job Type: Full-time

Pay: $13.00 - $14.00 per hour


  • Employee Discount


  • 8 Hour Shift
  • Day shift
  • Holidays
  • Monday to Friday
  • Weekends

COVID-19 considerations:
We require our cashier's to wear masks while in direct contact with guests.


  • retail: 1 year (Preferred)
  • Cash Handling: 1 year (Preferred)

This Job Is Ideal for Someone Who Is:

  • Dependable -- more reliable than spontaneous
  • People-oriented -- enjoys interacting with people and working on group projects
  • Detail-oriented -- would rather focus on the details of work than the bigger picture

This Company Describes Its Culture as:

  • Innovative -- innovative and risk-taking
  • Team-oriented -- cooperative and collaborative

Company's website:

  • spidermountain.com

Company's Facebook page:

  • https://www.facebook.com/SpiderMountainTX/

Work Remotely:

  • No

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